Service Coordinator

***Requires travel to program participant homes within Dauphin county and surrounding areas***

***Sign On Bonus Available***

***Voted Pittsburgh Business Times Best Places to Work in 2021 and 2022***

POSITION SUMMARY:
The Service Coordinator I maintains and effectively manages a caseload of participants and collaborates with program participants in order to arrange services that meet the person-centered goals, including the health and safety needs, of the individuals we serve. The Service Coordinator I will conduct assessments, develop service plans, and monitor the services in place to ensure positive outcomes and supports each individual's goals to live in the most integrated community setting as independently as possible and to establish natural community connections. The Service Coordinator I understands, adheres to and carries out program requirements established by various regulatory agencies, funding sources and/or other accrediting agencies.

POSITION RESPONSIBILITIES:
1.Delivers service coordination services to program participants by assessing service needs, and by identifying, securing and monitoring the services provided to each participant based on their unique situations.
2.Responds to participant needs through numerous forms of communication and remains attentive to participant needs.
3.Meet compliance standards and required timeframes relating to required assessments, person-centered service plans, visits, calls, and incident reporting, including all documentation and forms, attestations, and signatures. Adheres to Transitions of Care and High-Risk policies, which may require additional reassessment of care needs.
4.Documents each visit and contact in a person-centered and detailed manner in all required systems in accordance with program guidelines
5.Follows all documented processes required by the funding source, including, but not limited to, Participant Representatives, Unable to Reach participants, and completion of all required tools for each visit and contact.
6.Provides necessary training and support to participants and consumer employees (CE) in the areas of managing direct care services, if applicable.
7.Maintains and utilizes funding source and internal databases to track required participant information and encounters in accordance with program guidelines
8.Assists participants with processes to obtain Accessibility Adaptations, Specialized Medical Equipment (SME), and Non-Medical Transportation (NMT) and other similar services, where applicable.
9.Demonstrates company values consistently.
10.Performs other duties as needed or assigned.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCY

Communication
Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, conducts training and public speaking, shares information and ideas with others, has good listening skills.
Inside the organization, service coordinators communicate with their leadership team and other colleagues. While outside the organization the service coordinator is accountable to successfully interact with participants and their families/representatives, funding source contacts, physicians, vendors, contractors, FMS providers, resources, County Assistance Office (CAO), contractors, other agencies, etc.

Customer Focus
Coordinates services to ensure the health and safety of participants and enable them to live the best life possible. Builds participant confidence, is committed to increasing participant satisfaction, sets achievable participant expectations, assists in resolving participant problems, ensures commitments to participants and families, if applicable, are met, and utilizes person-centered methodology. Resolves participant grievances by addressing issues that arise.

Integrity/Ethics
Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports Service Coordination Unlimited, Inc. values, and conveys good news and bad.

Job Knowledge
Understands duties and responsibilities associated with case management, has necessary job knowledge and qualifications for the role, has necessary technical skills, understands all agency regulations, as well as company mission/values, keeps job knowledge current, and is in command of critical issues associated with the role. Possesses the computer and technology skills needed to be successful in the role. Adheres to company policies, timeframes, and procedures.

Dependability
Meets commitments, works independently with minimal supervision, accepts accountability, handles change appropriately, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
Problem Solving and Conflict Resolution
Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities and generates new ideas. Has the ability to manage through abrupt emergency situations that may have an impact on the wellbeing of individuals such as abuse, neglect and exploitation. Address potential conflict situations that arise between participants, attendants, family members, etc. Has necessary negotiating skills and works to gain agreement as needed. Demonstrates resilience when handling change and/or adversity.

Interpersonal Skills
Has good listening skills, builds strong meaningful relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and utilizes constructive criticism.

Productivity
Manages a fair workload, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
Quality
Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously (innovation), monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
Self-Development
Seeks out and accepts feedback and other tools needed for success in the job role, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities. Demonstrates self determination; sets goals regularly and works to achieve them.

Teamwork
Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere. Demonstrates an inclusive mindset, effective cooperation, communication, and trust. Provides support and encouragement to other team members

EDUCATION AND EXPERIENCE:

1.Bachelor's degree in social work, psychology, or other related fields with practicum experience preferred
OR
2.At least three (3) years of experience in a social service or a healthcare-related setting
3.Preferred: Experience working with people with disabilities or seniors in need of LTSS and knowledge of the home and community-based service system
4.Preferred: Minimum one (1) year of LTSS, Service Coordination, or Case Management experience.

All Service Coordinators are required to acquire and maintain specific training according to funder regulations

PHYSICAL DEMANDS & WORKING ENVIRONMENT:
• Works a typical scheduled shift, plus any additional hours as needed to meet participant/department/program needs.
• Works in an office environment most of the time: at a desk sitting or standing.
• Works independently with minimal supervision.
• Works with a computer terminal/keyboard (or laptop) a good portion of the day, thus requiring visual perception, hand-eye coordination and hand movement/flexibility.
• Maximum weight to be lifted independently is 5 - 20 pounds.
• This position requires the following physical demands: reaching, stretching, stooping, sitting, walking, repeated bending and/or standing.
• Must be able to operate equipment or machinery (e.g., photocopier and computer).
• Must be able to answer ringing telephones and communicate with people both on the telephone and in person
• Possess a valid driver's license. Dependable means of transportation may include travel to participants off public transportation routes.
• This position requires the following mental demands: reading, reasoning, organization, math, and problem-solving; decision-making, close attention to detail, facts and accuracy.
• This position requires the following mental discipline: detailed work, prioritization, multiple concurrent tasks, interruptions, stress; confidentiality, training and public speaking.
• Tasks vary day-to-day.